Investing in Soft Skill Development for Admin/Secretarial Staff

Administrative and secretarial staff are often given the title of being a jack of all trades. With their ability to handle the intricacies of many job responsibilities and roles, administrative and secretarial specialists are among the most versatile players in an organisation. 

Have you ever thought about how some employees excel in their line of work, and how others struggle to meet even the smallest expectations despite having the same technical expertise? Here’s the twist — soft skills are just as important as hard skills. In 2017, Deloitte reported that soft-skill-intensive job requirements will make up two-thirds of all jobs by 2030. In the face of technological advancements and a world that is changing faster than we can imagine, as an employer, you will need to create a framework of hiring for adaptability and resilience. 

Gone are the days of juggling appointment books and greeting clients at the door – new technology and the rise of remote work have transformed the administrative job landscape. Here’s how you can utilise training strategies to create a future-proof soft skill set for your employees. 

What’s the Role of Administrative And Secretarial Specialists?

Despite the stereotype of solely answering calls and booking flights, administrative and secretarial specialists are utility players who maintain the collective productivity of an organisation, from company CEOs to frontline staff members. Here are some of the soft skills associated with the tasks undertaken by administrative and secretarial specialists. 

• Well-versed Verbal And Written Communication: Administrative and secretarial specialists are proactive when it comes to switching between crafting professional emails, handling important calls with business executives, and communicating with customers. They act as a central point of contact, closely ensuring that the right information reaches the right personnel, so having this skill is vital. 

• Interpersonal Skills: Being an administrative specialist requires your employee to deal with a lot of human interaction. These individuals possess the ability to get information across without hurting anyone and be adept at managing conflicts that arise on a daily basis. With technology coming into play, these specialists need to apply their interpersonal skills to identifying and resolving issues efficiently. 

• Problem-solving: Obstacles are common in the everyday workplace. These specialists need to be able to think on their feet and come up with logical solutions unfazed, to keep operations running smoothly. 

• Multitasking: Executives in the company may assign several tasks that fit into tight deadlines — and admin specialists need to be masters of time management. They are expected to prioritise seamless workflows, use appropriate schedule management tools and go that extra mile when approaching unexpected obstacles. 

What are the Benefits of Training Secretarial and Administrative Professionals?

The ever-changing business landscape calls for enthusiastic investment in soft skill development — these professionals are integral to unlocking a treasure trove of benefits in running your organisation. These are the benefits you can unlock for your employees: 

• Elevated Productivity: Training can be conducted to be on par with today’s digital advancements. Since admin professionals receive an influx of activities and tasks to complete daily, training on certain project management tools would allow smoother workflows, fewer errors, and employees who thrive on getting their work done. Think — how can I make the completion of priority tasks easier? If your employee is not from a tech background, what sort of training would polish their abilities to be efficient? With proper training in organisation skills, it’s a win for everyone! 

• Better Collaboration: To hone the communication skills of your employees, you must conduct training programs that target conflict resolution methods, clear communication and active listening. If an employee is not able to get along with their peers, or properly communicate about problems surrounding work, that suggests a lack in their ability to communicate. If you provide conflict resolution training, for example, an admin employee would be able to ‘de-escalate’ a tense situation during customer service. 

• Positive Client Experiences: First impressions matter in every context you can think of. When a potential customer is interested in buying a product or service from your company, admin staff are the first point of contact. By making sure that your employees are equipped with the ability to handle inquiries with grace and a forward face, your organisation will be recognised as one that is customer-centric, and friendly. Train your employees to handle positive and negative interactions both, in-person and digitally. A long-lasting smile and a gentle handshake can strengthen your brand image.

• Trust and Keen Attention to Detail: Administrative specialists and secretarial professionals are the pillars of maintaining secrecy and confidentiality. They come across some of the most sensitive information from employee data, to the financial data you’ve been compiling over a quarter, client information and more. Think of it this way — the likelihood of your employee avoiding casual gossip and respecting professional boundaries would be higher if staff were given training on secure communication or even workshops on data security practices. The domino effect of a breach of confidentiality results in a loss of trust, financial losses and even reputational damage, and employees who are aware of this fact tend to be more careful.

The Win-Win Formula: What Training Strategies Can Be Used? 

As an employer, your job is to ensure that the investment you make in training your admin employees pays off well. Training for the future of work is key — soft skills strengthen other skills, allowing secretarial specialists and administrative professionals to be equipped for a dynamic work environment. Here are some tips you can heed to develop them:

• A one-size-fits-all approach does not work. Secretarial staff may come across different challenges, from some employees being asked to handle email communication, to others being expected to multitask. Keep in mind that skills like communication and time management are highly transferable, so create programs that are tailored to each role. 
• Feedback is a vital part of training. Let your employees know if they’ve exceeded expectations in creating an investor presentation for that important client of yours. Create an environment in which you can smoothly provide constructive criticism. 
• Variety is much needed in training employees. Add in a casual chat or two over coffee about your employee’s work preferences. Administrative specialists work in fast-paced environments, so they might want a change of pace and variety during training and development. 

Investing in soft skill development for your administrative and secretarial staff is investing in the competitiveness of your organisation as a whole. It’s not just about completing a training initiative — but unleashing a trail of potential in cultivating strategic partners for the long-awaited success of your company. Why not explore some training initiatives and witness how soft skill development could skyrocket the adaptability of your employees? 

If your company needs help with administrative or secretarial staff recruitment, Talent Higher can help right away. Post a job to find administrative and secretarial staff who will bridge gaps, increase efficiency, and further success.